Customer Success Manager

About The Role

The role owns retention and growth for a portfolio of B2B SaaS accounts post-sale, serving as the primary point of contact from onboarding through renewal and expansion.

This is a revenue-carrying position: customer success managers here directly influence NRR by driving product adoption, resolving escalations, and building expansion pipelines alongside account executives.

Key Responsibilities

• Own a book of 20-30 mid-market and enterprise accounts, managing relationships from implementation through renewal
• Drive onboarding and time-to-value for new customers, coordinating with solutions engineers and support teams
• Build adoption plans tied to each customer's business goals and track usage, feature engagement, and health scores
• Run quarterly business reviews that surface outcomes, ROI, and expansion opportunities for decision-makers
• Identify and qualify upsell and cross-sell opportunities, handing warm expansions to sales or closing them directly
• Manage renewals end-to-end, mitigating churn risk with proactive intervention plans
• Maintain accurate records in Salesforce and Gainsight; feed product feedback and churn insights to product and revenue leadership

What We Are Looking For

• 3-6 years of customer success, account management, or consultative sales experience at a B2B SaaS company
• Track record of owning renewals and hitting NRR, retention, or expansion targets
• Strong technical fluency — comfortable learning APIs, integrations, and product architecture well enough to guide customers
• Experience with Salesforce, Gainsight, or comparable CRM and customer-success platforms
• Excellent presentation and stakeholder management skills across executives and end users
• Bachelor's degree or equivalent practical experience
• Bonus: experience in a high-growth startup, familiarity with SQL or dashboards (Looker/Tableau), or prior sales-engineering exposure